10 ways to reduce average handling time in call centres

Here are 10 effective strategies that will improve your call centre's efficiency and that you can begin implementing today - read them here.

16 Oct '23

Instant gratification, transparency, personalisation, and efficient resolutions are all tenets that today’s consumers demand from their call centre interactions. Keep the customer waiting for longer than they deem appropriate, and they will feel short-changed. This means that reducing Average Handling Time (AHT) across agents has never been more critical in terms of customer loyalty, retention and satisfaction.

On top of this, as costs rise worldwide, lost time in agent-customer interactions is an expensive drain on companies’ resources. The good news is that high AHTs are often unnecessary and easily fixable if leaders place their attention in the right place.

Operational issues such as inadequate agent training, poor sound quality, or complex procedures stall resolution, leaving leaders with both an unhappy customer and stressed staff. Technological advancements and strategic planning can curb these issues, streamlining call centre processes and building a robust base for sustainable customer satisfaction. Here are 10 effective strategies that will improve your call centre's efficiency and that you can begin implementing today:

1. Enhance agent training

Call centre agents are at the front line of your customer service, and their proficiency directly influences AHT. Robust training programs that encompass product knowledge, communication skills, and problem-solving abilities can significantly decrease handling time.

Agents trained to identify customer needs quickly can provide swift and accurate responses, negating the need for call transfers and callbacks, thereby reducing AHT. Periodic training sessions can also help in keeping the agents updated with the latest information and technologies, including AI noise cancellation software and bidirectional voice isolation tools, allowing for continuous improvement.

2. Provide quick access to information

An agent’s ability to access relevant information swiftly is a game-changer in terms of AHT. Integrated systems that can quickly pull up customer data and history can prevent time-consuming searches during a call. By having a well-organised, easily navigable database, agents can address customer concerns more efficiently, reducing the time spent on each call. These sorts of integrations ensure that agents have all the necessary information at their fingertips, enabling quicker resolutions and a smoother customer experience.

3. Invest in quality equipment

The call centre market is competitive, and those who do not invest in the latest technologies available risk falling behind the curve significantly. New equipment, like headsets for call centres, are not just about maintaining clear audio quality, but also about creating an environment where agents can work without disruptions and resolve issues as efficiently as possible.

Noise-cancelling headphones, high-speed internet connections, and ergonomic furniture can all play significant roles in reducing AHT. However, more pinpointed advances, such as noise-eliminating technologies (specialised in removing background noise) are proving indispensable in loud environments. When agents are comfortable and equipped with reliable tools, they can focus entirely on assisting the customer, which leads to quicker call resolutions, improved speech analytics accuracy, and average handling time.

4. Optimise call routing

Personalisation is no longer a buzzword: it’s now a necessity in the world of customer experience. Customers should reach the most relevant person and a delay in this process will lead to longer average handling times. A sophisticated Interactive Voice Response (IVR) system can optimise call routing by directing calls to the agents best suited to handle specific queries. These sort of automated systems help avoid unnecessary call transfers, which increase agent handling time. By categorising calls effectively, agents can prepare themselves better for the incoming query, thus reducing the resolution time and enhancing the customer's experience.

5. Encourage regular feedback

Cultivating a culture of regular feedback is a powerful tool in reducing AHT. When call agents can discuss their experiences and share insights, it fosters a collaborative environment where learning is encouraged and call times are reduced. Weekly meetings where agents can share successful call handling strategies and brainstorm solutions to common issues can be invaluable in bringing down AHT and advanced handling time. This feedback loop creates a rich resource of knowledge and expertise, promoting efficiency and effectiveness in handling calls.

6. Monitor and analyse calls

Call monitoring and analytics can offer in-depth insights into a variety of factors that influence AHT. Tools that can analyse call data to identify patterns and trends can be vital in strategizing ways to reduce handling time. Moreover, utilising voice isolation software like IRIS Clarity can enhance the quality of call recordings, providing world-class speech analytics accuracy for better data and feedback. This will help leaders implement strategies that are precisely aligned with the areas lacking and foster a cycle of continuous growth.

7. Empower agents

Empowering agents with the autonomy to make decisions can significantly reduce call handling time. When agents have the authority to solve problems without escalating them further up the ladder, it not only saves time but also boosts agent morale and confidence. This means that they will be empowered to make quicker, accurate decisions going forward. This empowerment fosters a sense of responsibility that leads to more creative and efficient problem-solving strategies, all contributing to a reduced AHT.

8. Implement callback options

Offering a callback option during peak hours can prevent customers from waiting in long queues, which can increase frustration and wait times. This will allow agents to return calls during less busy periods, where they can dedicate their full attention to resolving the customer's issue without feeling rushed, thereby potentially reducing handling time and enhancing customer satisfaction.

9. Utilise noise-cancelling software

In many instances, call centre background noise and poor sound quality elongate call durations unnecessarily due to repeated information and misunderstandings. Implementing noise-cancelling software can significantly enhance communication. By utilising AI and eliminating background disturbances, you will facilitate smoother conversations, allowing for quicker resolutions and a notable reduction in AHT. This investment not only streamlines communication, but also enhances customer satisfaction by offering a seamless, efficient experience.

10. Promote regular breaks

Ensuring that agents are not overworked is essential in maintaining a low average handling time. Overworked agents can become fatigued, which leads to inefficiency and increased handling times. By promoting regular breaks, agents can approach complaints and inquiries refreshed and ready to assist customers with full attention and energy, reducing AHT and avoiding burnout.

How can I reduce background noise in call centres?" is a common question asked amongst leaders concerned with reducing AHT. By implementing simple strategies and tools, such as bidirectional noise cancellation apps (try ours for 7 days for free today), business leaders can achieve lower AHT without compromising on service quality. Remember, a balanced approach involving technology, training, and agent well-being is the key to fostering a call centre environment where efficiency meets excellence.

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